Designing the Future of Car Care
From Reactive Repairs to DIY Diagnostics
From Reactive Repairs to DIY Diagnostics
From Reactive Repairs to DIY Diagnostics
Overview
When lockdowns restricted movement during COVID-19, car owners faced a new kind of anxiety: "how do I diagnose or repair a vehicle without access to a service center?"
What began as a crisis became an opportunity to reimagine vehicle servicing as a DIY, digital-first experience.
When lockdowns restricted movement during COVID-19, car owners faced a new kind of anxiety: "how do I diagnose or repair a vehicle without access to a service center?"
What began as a crisis became an opportunity to reimagine vehicle servicing as a DIY, digital-first experience.
When lockdowns restricted movement during COVID-19, car owners faced a new kind of anxiety: "how do I diagnose or repair a vehicle without access to a service center?"
What began as a crisis became an opportunity to reimagine vehicle servicing as a DIY, digital-first experience.
Challenge
Why is the aftermarket service model broken?
For business
// Operational Bottlenecks
Service bays are flooded with basic diagnostic queries (such as noise or vibration complaints). These low-value, repetitive tasks divert technician time away from higher-margin complex repairs, reduce throughput, and extend customer wait times.
For Humans
// Lack of Immediate Clarity
When a warning light comes on, most drivers feel limited by time and anxious. The current process (searching, calling, waiting) creates dependency on dealerships for even the simplest diagnostic answers.
Challenge
Why is the aftermarket service model broken?
For business
// Operational Bottlenecks
Service bays are flooded with basic diagnostic queries (such as noise or vibration complaints). These low-value, repetitive tasks divert technician time away from higher-margin complex repairs, reduce throughput, and extend customer wait times.
For Humans
// Lack of Immediate Clarity
When a warning light comes on, most drivers feel limited by time and anxious. The current process (searching, calling, waiting) creates dependency on dealerships for even the simplest diagnostic answers.
Challenge
Why is the aftermarket service model broken?
For business
// Operational Bottlenecks
Service bays are flooded with basic diagnostic queries (such as noise or vibration complaints). These low-value, repetitive tasks divert technician time away from higher-margin complex repairs, reduce throughput, and extend customer wait times.
For Humans
// Lack of Immediate Clarity
When a warning light comes on, most drivers feel limited by time and anxious. The current process (searching, calling, waiting) creates dependency on dealerships for even the simplest diagnostic answers.
Challenge
Why is the aftermarket service model broken?
For business
// Operational Bottlenecks
Service bays are flooded with basic diagnostic queries (such as noise or vibration complaints). These low-value, repetitive tasks divert technician time away from higher-margin complex repairs, reduce throughput, and extend customer wait times.
For Humans
// Lack of Immediate Clarity
When a warning light comes on, most drivers feel limited by time and anxious. The current process (searching, calling, waiting) creates dependency on dealerships for even the simplest diagnostic answers.
Research
Understanding the Human and Systemic Friction
We conducted remote research to understand the servicing experience from both sides → drivers and dealerships.
We conducted remote research to understand the servicing experience from both sides → drivers and dealerships.
We conducted remote research to understand the servicing experience from both sides → drivers and dealerships.
While the personas you see here → Surya (Driver) and Priya (Dealer) - represent distinct individuals, they are composites built from a larger set of interviews, each reflecting broader behavioral patterns across users and service ecosystems.
While the personas you see here → Surya (Driver) and Priya (Dealer) - represent distinct individuals, they are composites built from a larger set of interviews, each reflecting broader behavioral patterns across users and service ecosystems.
While the personas you see here → Surya (Driver) and Priya (Dealer) - represent distinct individuals, they are composites built from a larger set of interviews, each reflecting broader behavioral patterns across users and service ecosystems.
User Persona - CUSTOMER
Name:
Name:
Surya
Surya
Age:
Age:
38
38
Occupation:
Occupation:
Business owner
Business owner
Location:
Location:
Ahmedabad, India
Ahmedabad, India
Surya is a busy business owner who drives long distances daily to his remote factories. With little time for upkeep, he tends to delay car maintenance until issues become urgent, despite valuing performance and reliability.
Surya is a busy business owner who drives long distances daily to his remote factories. With little time for upkeep, he tends to delay car maintenance until issues become urgent, despite valuing performance and reliability.
Goals
1) Keep his car in top condition for daily commutes and client visits.
2) Save time through quick, reliable servicing.
3) Avoid disruptions or delays in his work routine.
Pain Points
1) Difficulty finding time for car servicing due to a demanding job.
2) Unclear service processes and inconsistent communication.
3) Anxiety around unexpected repair costs and downtime.
Frustrations
1) Long waiting times and lack of transparency from mechanics.
2) Hassle of coordinating appointments and follow-ups.
3) Concern over missing work or travel deadlines due to servicing delays.
Motivations
1) Maintain a safe, reliable vehicle that supports his work schedule.
2) Seeking convenient and quick solutions.
3) Value efficiency, trust, and peace of mind.
Goals
1) Keep his car in top condition for daily commutes and client visits.
2) Save time through quick, reliable servicing.
3) Avoid disruptions or delays in his work routine.
Pain Points
1) Difficulty finding time for car servicing due to a demanding job.
2) Unclear service processes and inconsistent communication.
3) Anxiety around unexpected repair costs and downtime.
Frustrations
1) Long waiting times and lack of transparency from mechanics.
2) Hassle of coordinating appointments and follow-ups.
3) Concern over missing work or travel deadlines due to servicing delays.
Motivations
1) Maintain a safe, reliable vehicle that supports his work schedule.
2) Seeking convenient and quick solutions.
3) Value efficiency, trust, and peace of mind.
Goals
1) Keep his car in top condition for daily commutes and client visits.
2) Save time through quick, reliable servicing.
3) Avoid disruptions or delays in his work routine.
Pain Points
1) Difficulty finding time for car servicing due to a demanding job.
2) Unclear service processes and inconsistent communication.
3) Anxiety around unexpected repair costs and downtime.
Frustrations
1) Long waiting times and lack of transparency from mechanics.
2) Hassle of coordinating appointments and follow-ups.
3) Concern over missing work or travel deadlines due to servicing delays.
Motivations
1) Maintain a safe, reliable vehicle that supports his work schedule.
2) Seeking convenient and quick solutions.
3) Value efficiency, trust, and peace of mind.
User Persona - Service Centre
Name:
Name:
Deepak Yadav
Deepak Yadav
Age:
Age:
45
45
Occupation:
Occupation:
Service Manager
Service Manager
Location:
Bangalore, India
Deepak runs a premium Mercedes-Benz service center, managing both customers and workshop operations. Serving high-end clients, he’s measured on efficiency and satisfaction. Ambiguous issues often disrupt his schedule, causing delays and affecting the brand experience.
Deepak runs a premium Mercedes-Benz service center, managing both customers and workshop operations. Serving high-end clients, he’s measured on efficiency and satisfaction. Ambiguous issues often disrupt his schedule, causing delays and affecting the brand experience.
Goals
1) Deliver a premium, predictable service experience that strengthens brand trust.
2) Plan ahead: assign the right technician, book bays, and pre-order parts before vehicle arrival.
3) Lift first-time-fix rate and throughput without sacrificing personal attention.
Pain Points
1) Senior technicians spend 1–2 hours on basic triage/test drives → fewer billable, high-value repairs.
2) Few customers expect instant clarity; slips in estimate/ETA erode trust.
3) CRM/DMS/diagnostic tools don’t talk; status updates are manual & error-prone.
Frustrations
1) KPI pressure (CSI, first-time-fix, utilization) with no early signal to plan the day.
2) Watching senior technicians get bogged down by low-value triage.
3) Having to apologize for delays driven by information gaps, not execution quality.
Motivations
1) Tools that cut triage time by 50%+, improve first-time-fix, and let him deliver luxury-grade reassurance.
2) Having a clear digital handoff from driver → workshop that turns “a noise somewhere” into structured signals.
Goals
1) Deliver a premium, predictable service experience that strengthens brand trust.
2) Plan ahead: assign the right technician, book bays, and pre-order parts before vehicle arrival.
3) Lift first-time-fix rate and throughput without sacrificing personal attention.
Pain Points
1) Senior technicians spend 1–2 hours on basic triage/test drives → fewer billable, high-value repairs.
2) Few customers expect instant clarity; slips in estimate/ETA erode trust.
3) CRM/DMS/diagnostic tools don’t talk; status updates are manual & error-prone.
Frustrations
1) KPI pressure (CSI, first-time-fix, utilization) with no early signal to plan the day.
2) Watching senior technicians get bogged down by low-value triage.
3) Having to apologize for delays driven by information gaps, not execution quality.
Motivations
1) Tools that cut triage time by 50%+, improve first-time-fix, and let him deliver luxury-grade reassurance.
2) Having a clear digital handoff from driver → workshop that turns “a noise somewhere” into structured signals.
Goals
1) Deliver a premium, predictable service experience that strengthens brand trust.
2) Plan ahead: assign the right technician, book bays, and pre-order parts before vehicle arrival.
3) Lift first-time-fix rate and throughput without sacrificing personal attention.
Pain Points
1) Senior technicians spend 1–2 hours on basic triage/test drives → fewer billable, high-value repairs.
2) Few customers expect instant clarity; slips in estimate/ETA erode trust.
3) CRM/DMS/diagnostic tools don’t talk; status updates are manual & error-prone.
Frustrations
1) KPI pressure (CSI, first-time-fix, utilization) with no early signal to plan the day.
2) Watching senior technicians get bogged down by low-value triage.
3) Having to apologize for delays driven by information gaps, not execution quality.
Motivations
1) Tools that cut triage time by 50%+, improve first-time-fix, and let him deliver luxury-grade reassurance.
2) Having a clear digital handoff from driver → workshop that turns “a noise somewhere” into structured signals.
Our interviews with both drivers and service managers revealed a shared tension →
Our interviews with both drivers and service managers revealed a shared tension →
Our interviews with both drivers and service managers revealed a shared tension →
"The first mile of repair doesn't begin at the workshop—it begins when the driver senses a problem."
"The first mile of repair doesn't begin at the workshop—it begins when the driver senses a problem."
"The first mile of repair doesn't begin at the workshop—it begins when the driver senses a problem."
This led us to the question:
This led us to the question:
What if, instead of waiting for a dealership visit, we could push the diagnostic capability directly to the customer's device?
What if, instead of waiting for a dealership visit, we could push the diagnostic capability directly to the customer's device?
What if, instead of waiting for a dealership visit, we could push the diagnostic capability directly to the customer's device?
Reframed User Flow
From Workshop First to Driver First
Solution
A DIY Diagnostic Service Model
Closing the Gap in Clarity
Closing the Gap in Clarity
Closing the Gap in Clarity
Quick Breakdown
UX Deep-Dive
Conclusion
Clarity for Drivers.
Focus for Technicians.
Insight for the Company.
Driver Empowerment
Driver Empowerment
Driver Empowerment
DIY diagnosis empowers drivers with instant clarity about their vehicle's technical status, translating NVH into a clear, actionable diagnosis.
DIY diagnosis empowers drivers with instant clarity about their vehicle's technical status, translating NVH into a clear, actionable diagnosis.
DIY diagnosis empowers drivers with instant clarity about their vehicle's technical status, translating NVH into a clear, actionable diagnosis.
Operational Efficiency
Operational Efficiency
Operational Efficiency
Routine diagnostics were made remote and accessible to drivers through digitization; freeing technicians to focus on high-value, complex repairs.
Routine diagnostics were made remote and accessible to drivers through digitization; freeing technicians to focus on high-value, complex repairs.
Routine diagnostics were made remote and accessible to drivers through digitization; freeing technicians to focus on high-value, complex repairs.
Data Driven Foresight
Data Driven Foresight
Data Driven Foresight
Every diagnosis becomes a data point. This establishes a continuous flow for predictive maintenance and smarter product design.
Every diagnosis becomes a data point. This establishes a continuous flow for predictive maintenance and smarter product design.
Every diagnosis becomes a data point. This establishes a continuous flow for predictive maintenance and smarter product design.